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Debt Collecting Q & A - Keeping Your Composure
by Jim Finucan
Published on this site: July 14th, 2006 - See more
articles from this month
Question: Dear Jim - I'm an administrative assistant and I do bill
collections for our company. Some of the owners who owe us money act like
they are real big shots; they just walk all over me so I end up getting
flustered, losing my composure and often I don't get the money. I've read
your book, "Past Due," and gotten a lot from it, but sometimes
I just can't get through those four steps in the collection call before
I lose them. What should I do?
Jeanne,
Austin, MN
Answer: I have felt the same way at times. Try to develop a technique
called pacing. Within the first few moments of the call try and get a
feel for the kind of person you are dealing with. Listen to their tone
of voice and speed of speech, then try and at least match it or do it
better than they do if you can. Owners like to direct and usually like
to deal with their own kind -authoritative, direct, pulling no punches.
They're not bad people, understand, they just handle life differently
than most of us. So put yourself into a mode they will understand and
respect, for example:
"I don't have time to talk to your right now, I'm very busy."
"Wait a minute, Mr. Jones, I'm busy too, and I resent the fact I
have to call you to bring to your attention the money you owe us. Being
a busy man, can you imagine how insulting that is to me?
That opening should get him away from the condescending attitude he's
taken because his company is bigger than yours, you're a woman or whatever
his throttle is stuck on. Either knock him down or bring yourself up to
his level, and don't listen to the little voice in your head that's making
you nervous about speaking to people who carry authority and power. See
them as debtors and nothing more. That's really all that should matter
to you in these kinds of situations. In the long run you'll end up getting
respect from them - and very likely the money they owe you as well!
Jim Finucan is a fifteen-year collections expert. His book "Past
Due - A Debt Collections Manual" shows you how you can double your
debt collections. For more information visit:http://www.tiare.com/pastdue.htm
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